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Cancellation Policy

Flights - Air Tickets
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Flights - Air Tickets
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  1. All reservations are subject to the applicable fare conditions and seats availability.
  2. All tickets purchased on PYOTravel are issued as Electronic Ticket Receipt (E-Ticket).
  3. Once booking is confirmed, any refund or cancellation of ticket is subject to the applicable terms of the airline. In addition, a cancellation fee of RM100 per ticket will be imposed by PYOTravel.
  4. Tickets are non-transferable. Once ticket is issued, airlines do not allow passengers to assign tickets to other people or change names on tickets.
  5. Where permitted, extension of airline ticket validity is subject to fare conditions and applicable surcharges. Please consult our Contact Centre Consultant.
  6. Changes on route(s) are not allowed. 
  7. The E-Ticket issued is a special ticket restricted to the airline purchased. It is non-negotiable and non re-issuable. Alteration on the routing or change of date by passenger is solely at his/her own risk. The Company and/or its associated agents shall not be held responsible for any inconvenience caused and extra expenses incurred.
  8. Fully unutilised refundable tickets can be returned for refund subject to fare rules and restrictions. Partially-used ticket will be determined by calculating the applicable fare for that part of the journey already undertaken and subtracting it from the fare paid. The difference, if any will be refunded. An administrative fee will be imposed by issuing agent. Non-refundable tickets cannot be returned for refund. Please refer to airline fare rules and restrictions for your tickets.Non-refundable tickets cannot be returned for refund. Please refer to airline fare rules and restrictions for your tickets.
  9. Flight Timing and Schedules are not guaranteed and do not form part of the contract. They are subject to change at the insistence of the Aviation or Government Authorities for the passenger's safety, security and other reasons. Neither the Company nor the Carrier concern will accept liability for reasons of flight cancellations, delays or diversions that is not within its control.
  10. The Company and/or its associated agents act only as agent. E-Tickets issued subject to those terms and conditions under which the Airlines Carrier have provided.
  11. No refunds or claim for compensation will be entertained due to deportation or refusal of entry of Passenger by Immigration Authorities for possession of unlawful items or holding improper travel documents or any other causes which are considered as subversive by the local and foreign government concerned.
  12. All passengers are responsible for obtaining all required travel documents and visas and travel requirements of countries to be flown from, into or through which you transit.
  13. Tickets must be used in chronological order, and passengers must complete all segments of their journey. If the passengers do not used any of the segments, the rest of the segment will be auto cancelled by airline and no refund value for unused ticket.
  14. The company and/or its associated agents reserves the right to make changes / refund due to technical errors and price variations which beyond our control.
  15. Open-jaw ticket consists of two single journeys. Even when booking made is together. In the event of cancellations, amendments, flight retime, each airline’s own terms will be apply.
  16. The minimum time required for connections during stopovers are control by airlines. If a flight segment is delayed in the event of transit booking, the airlines are obliged to assist the passengers to reach the final destination.
  17. If separate tickets are booked, the airlines will not responsible for any flight delayed / missed connections. Hence, passengers are to advise to check the connection time whether is sufficient upon reservation.
Cruises - Bookings
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Cruises - Bookings
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  1. All reservations are subject to the applicable Cruise Line’s various terms and conditions and Cabin availability.
  2. If Cruise is cancelled after booking confirmation, no refund is permitted and the full amount paid is forfeited.
  3. Change of travel date and/or passenger names is subject to an admin fee of RM100 per booking and the Cruise company’s amendment fees. In addition, the difference of tour price (if any) is borne by customer.
  4. Cruise Timing and Schedules may be subject to change for the passenger's safety, security and other reasons. Neither the Company nor the Cruise Line concerned will accept liability for reasons of cruise cancellations, delays or diversions that is not within its control.
  5. The Company and/or its associated agents act only as agent. Cruise booking issued is subject to those terms and conditions under which the Cruise Lines have provided.
  6. No refunds or claim for compensation will be entertained due to deportation or refusal of entry of Passenger by Immigration and Port Authorities for possession of unlawful items or holding improper travel documents or any other causes which are considered as subversive by the local and foreign government concerned.
  7. Guest who is in or over twenty-four (24) weeks of her pregnancy shall be prohibited form travelling onboard.
Tours - Air Packages
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Tours - Air Packages
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  1. (a) Return economy class flight air ticket, which is non-refundable and non-negotiable.
    (b) Accommodation is based on half twin-sharing basis for adults. 
    (c) Child fare is based on child aged 2 years and above but below 12 years as third person in twin or double room of two adults without any extra bed. If a child occupies a half-twin, he or she will be treated as an adult.
    (d) For family of 2 adults and 2 children (2-11 years), must book two (2) rooms. Children will be treated as adults.
    (e) Tour fare for infants below 2 years old will based on whatever applicable system fare upon reservation and does not occupy any seat in flight and tour vehicles. Arrangements for baby cot and food will have to be made by Tour Members upon arrival at respective hotels and restaurants.
    (f) All meals, sightseeing and other items as specified in the itinerary.
  2. When full or partial payment is made at the fair ground, all flight/hotel/land arrangements are still On Request basis and subject to confirmation. In the event that air seats have been confirmed but tour members first choice hotel is unable to confirm after the fair, the booking will be confirmed in alternative hotel of similar category featured in package. No cancellation of tour will be allowed.
  3. Strictly NO REFUND for tour cancellation or No Show. Once your booking is confirmed and full payment made.
  4. Change of name(s), travel dates and room type are not allowed once your reservation has been confirmed.
  5. Travel package is subject to confirmation and fare may vary depending on period and time of travel. Tour Members may be required to pay surcharges on top of the published designated fare.
  6. Extension stay is subject to airline ticketing conditions and applicable surcharges. Please consult your travel consultant.
  7. The single tour price must be paid when a person is travelling alone, by choice or circumstance.
  8. Changes on route(s) are not allowed. Tour Members must make a new booking and the money paid for the original booking is non-refundable.
  9. No Open Ticket purchase is available. All flights must be booked and paid in full at the time of booking. 
  10. Flight Timing and Schedules are not guaranteed and do not form part of the contract. They are subject to change at the insistence of the Aviation or Government Authorities for the Tour member's safety, security and other reasons. Neither the Company nor the Carrier concerned will accept liability for reasons of flight cancellations, delays or diversions that is not within its control.
  11. Airport taxes, fuel surcharges and visa fees do not form part of the tour fare and it should be borne by the passenger. The Company is only acting as an agency to collect the above charges therefore it is subject to the Terms and Conditions of the respective authorities.
  12. The air ticket issued is a special ticket restricted to the airline only. It is non-negotiable and non re-issuable. Alteration on the routing or change of date by passenger is solely at his/her own risk. The Company and/or its associated agents shall not be held responsible for any inconvenience caused and extra expenses incurred.
  13. Passport Validity: All Tour Members must personally ensure that their passport is valid for at least 6 months from the date of return.
  14. Visa Application: All Tour Members are required toprocess their own visa. 
  15. Travel Insurance: All Tour Members are recommended to purchase a travel insurance scheme.
  16. The Company and/or its associated agents act only as agent for the transportation companies, hotel contractors and other principles. Tickets, vouchers and documents are issued subject to those terms and conditions under which the services are provided.
  17. Every person participating in any tour or holiday organized by the Company and/or its associated agents shall be at his/her own risk. The Company and/or its associated agents shall not be held liable to any person as a result of the following:
    (a) Inaccuracy, misdescription or changes to anytour and its itinerary
    (b) Additional expenses due to delays or changes in any transport services, sickness, weather, strikes, war, quarantine or other causes.
    (c) Extension of stay-flight arrangements that cannot be confirmed.
    (d) Any damage or loss baggage or other personal effects or accidents. It is the responsibility of the Tour Members to claim insurance.
    (e) Deportation or refusal of entry of Tour Members by Immigration Authorities due to possession of unlawful items or holding improper travel documents or any other causes which are considered as subversive by the local and foreign government concerned.
  18. The Company is deemed to have complied with the total delivery of the tour program even when the departure time of Day 1 is around and after midnight provided the number of nights stay and the sightseeing contents stated in the itinerary are fulfilled.
  19. Difficult and uncooperative Tour Members whose act and conduct are unreasonable and detrimental to the enjoyment, interest, well-being and safety of the other Tour Members and the smooth-running of the tour in general will be dealt with by the Tour Guide/Manager. The Tour Guide/Manager may require the difficult Tour Members to leave the tour and his/her decision in this respect is final and conclusive. The Company will not refund any uncompleted part of the tour.
  20. The Company's Tour package and personnel are NOT required to cater and/or provide for the needs and/or requirements of disabled/handicapped individuals (including and not limited to individuals with sight, speech, hearing and mobility disabilities) and for the needs and/or requirements of individuals suffering from any and all medical conditions. The Company strongly urges all intending passengers/tour members to equip themselves with all special care and/or needs that they may require. The Company shall not be responsible for the above concerns in any manner whatsoever.
  21. Information in the brochure/flyer is correct to the best of the Company's knowledge at the time of print, but the Company cannot guarantee that any item or amenity mentioned will always be available, especially where the Company has no direct control over it. In the event of any inconsistency between the English version and the Chinese translation of the information, the English version shall prevail.
  22. Not withstanding the place or country in which a course of action arises, it is expressly agreed hereto that all causes of actions shall at all times be commenced within the jurisdiction and territory of Malaysia.
Tours - Land Packages
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Tours - Land Packages
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  1. Cancellation Policy:
    1.1 Cancellation of reservation occuring less than 7 working days (Excluding Saturday, Sunday and Public Holidays) prior to tour commencement will be subject to a charge of ONE room night + prevailing taxes, unless otherwise stated in the Email Confirmation Advice dispatched to you. 
    1.2 Cancellation of reservation occurring less than 3 working days (Excluding Saturday, Sunday and Public Holidays) prior to tour commencement will be subject to 100% of ground arrangements charge. 
    1.3 Last minute booking (5 days prior to departure) that is confirmed and subsequently cancelled, will incur 100% cancellation charge. 
    Charges For Super Peak Season: 
    1.4 Cancellation of reservation occurring less than 7 working days (Excluding Saturday, Sunday and Public Holidays) prior to tour commencement will be subjected to 100% ground arrangements charge. 
    1.5 Cancellation of reservation for 5-star hotels - occurring less than 7 working days (Excluding Saturday, Sunday and Public Holidays) prior to tour commencement - will be subjected to 1 night room charge. 
  2. Extension of Hotel Stay & Transfer Out Service 
    2.1 Permitted, please refer to PYOTravel.com hotel rates 
  3. Tour Cancellation: 
    3.1 PYO Group Tours reserves the right to set the final size of group tours. 
    3.2 PYO reserves the rights to cancel or reschedule any holiday 14 days prior to the departure date, in accordance with operational requirements or circumstances beyond its control. PYO is not responsible for any other travel arrangement affected due to our cancellations. 
    Refund for Cancellation:
    3.3 For Group Tours cancelled prior to the scheduled departure date, PYO will undertake to refund the amount paid by customer to our company. The refund payment will be done within 7 - 14 days from the cancellation date which is subject to different banks’ practices and procedures. 
    Alternative Travel Options: 
    3.4 Whenever possible, PYO will offer a similar tour with other departure date. Customers are fully responsible for price differences for the new departure date. 
    3.5 For flight inclusive holidays, PYO will try its level best to secure the flight schedule as per original schedule or with better timing on the selected new dates but this is strictly subject to flights availability. 
    3.6 Customers are fully responsible for any additional costs or fees related to insurance, fuel surcharge or any other incidental costs for the alternative new travel dates. 
    Limited Liability: 
    3.7 PYO will not be responsible for any other costs or fees related to the issuance and/or cancellation of air tickets or other travel arrangements which are not made through the company.
Hotels - Bookings
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Hotels - Bookings
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  1. A cancellation fee will be imposed on confirmed reservation(s) that is cancelled.
  2. Cancellation of reservation occuring less than 7 working days (Excluding Saturday, Sunday and Public Holidays) of your check-in date will be subject to a charge of ONE room night + prevailing taxes, unless otherwise stated in the Email Confirmation Advice dispatched to you; and reservation (s) for subsequent nights will be automatically cancelled for no show. Guaranteed bookings are subject to ONE night charge or FULL stay charge where applicable and wherein stated in the Email Confirmation Advice dispatched to you.
  3. NO SHOW will incur 100% charge. No refund for unutilised nights, including those resulting from delayed check-in or early check-out.
  4. To cancel, sign-in and check on My Itinenary to view your reservation (s). Click on the CANCEL. You will receive an email notification on your cancellation.
  5. Changes of name (s) are not allowed once reservation (s) has been confirmed. You have to cancel and make a fresh reservation based on prevailing rates.
  6. PYOtravel.com will not entertain any complaint or refund on unutilised hotel/service voucher received more than 30 days after the date of check-in/service utilisation.
  7. Complaints must be reported to the hotel/service provider on the spot. PYOtravel.com will not be liable for any compensation for a problem which could be rectified during the client's stay, has the hotel/service provider been made aware of it.